Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
about me
References
Timeline
Generic

Marissa Cooper

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Humana
07.2019 - 12.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Completed Prior Authorizations for medical treatments the complied with insurance policies.
  • Remained knowledgeable about health insurance and other third-party payment programs to facilitate purchases.
  • Assessed patient health insurance plan and worked with insurer and providers to deliver best care with least financial burden.
  • Compiled and maintained client records to monitor health insurance policies and premiums paid.

Surgery Scheduler

University Of Colorado Hospital
09.2018 - 06.2019
  • Improved patient scheduling efficiency by streamlining appointment booking processes.
  • Coordinated surgical team schedules for seamless procedure planning and execution.
  • Ensured optimal patient care by maintaining detailed records of medical histories, insurance information, and surgical consents.
  • Reduced surgery cancellations with thorough pre-operative assessments and communication with patients.
  • Collaborated closely with administrative staff to ensure adequate staffing levels during high-volume surgery days or absences among team members.
  • Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.

Medical Assistant

Advanced Dermatology
06.2016 - 09.2018
  • Assisted dermatologists with various procedures, improving patient treatment outcomes and satisfaction.
  • Enhanced patient experience by providing compassionate care and thorough education on skincare routines.
  • Increased clinic efficiency by maintaining organized patient records and scheduling appointments in a timely manner.
  • Provided support during skin surgeries, ensuring optimal results and minimizing complications.
  • Handled insurance claims processing efficiently, reducing delays in coverage approval for treatments.
  • Called and faxed pharmacies to submit prescriptions and refills.

Education

Bachelor of Science - Nursing

Arizona College of Nursing
Las Vegas, NV
09.2025

High School Diploma -

Thomas Jefferson High School
Denver, CO
05.2016

Skills

  • Data Collection
  • Product Knowledge
  • Data Entry
  • Complaint Resolution
  • Call Center Experience
  • Medical Terminology
  • Active Listening
  • Appointment Scheduling
  • Computer Proficiency
  • De-Escalation Techniques

Accomplishments

  • I have acquired a Leadership role at my first job as a Medical Assistant, I was able to learn fast and help train new colleagues.
  • I have maintained 90 percent satisfaction rate during my role as a customer service representative with Humana.

Certification

BLS Certified

HIPPA Certified

about me

I am a mother of 3 and have maintained a 3.6 GPA while having all my children during nursing school. I have built the ability to be disciplined and work hard no matter the circumstances. I have proven that I can always come out stronger and better.

References

References available upon request.

Timeline

Customer Service Representative

Humana
07.2019 - 12.2023

Surgery Scheduler

University Of Colorado Hospital
09.2018 - 06.2019

Medical Assistant

Advanced Dermatology
06.2016 - 09.2018

Bachelor of Science - Nursing

Arizona College of Nursing

High School Diploma -

Thomas Jefferson High School

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Marissa Cooper